Missed calls are one of the main problems that sales departments face. There are numerous tools and flexible settings that help minimise the number of unanswered calls. But what should you do about the remaining calls that might still be missed?
If you already use Ringostat's virtual PBX, you'll need the "Unprocessed missed calls report" to address this issue.
With this report, you can monitor missed calls from customers you still need to connect with.
This report will allow you to control the sales department more effectively and return potential clients.
You can find it in the "Call Center" section - "Unprocessed missed calls report."
This report differs from the standard pre-installed missed calls report in that it only records current calls - those that were missed and not followed up on. You can also check which missed calls have already been processed in the Processed Calls tab.
Note: The report displays calls from the last month.
How it works: for example, if a manager misses a customer's call and sees this information in the report, they can promptly call the customer back regarding the missed call.
After this, you can refresh the page, and the missed call from this customer will be automatically removed from the "Unprocessed missed calls" tab and transferred to the "Processed calls" tab.
This way, you can track the number of unprocessed calls without wasting time searching for outgoing calls to customers who couldn't reach you. The report will always display only up-to-date information about inquiries that have been overlooked.
If a manager manages to reach a customer, the missed calls are automatically removed from this report.
If a customer calls you back after a missed call, that call will also be automatically removed from the report on missed and unprocessed calls.
Here's what this report looks like:
You can select the date for which you need to view information:
Export data to a file with your chosen extension:
In the report, you can see the time of the first missed call from a customer and the time of the last missed call. If there were only one call, the time would be the same. If there were several missed calls, the date will differ, and you'll see how long the customer has been trying to reach you:
Another column called "How long has the call been lost" has been created for convenience. This calculates the difference between the first and last missed call:
The report also automatically displays the Reason for missed call:
Reasons that are set by the system automatically:
Outside of business hours — a call made outside working hours (is set in the project settings)
Abandoned before 10 seconds — the customer hung up within the first 10 seconds.
Abandoned during welcome message — the customer hung up while listening to the welcome message.
Abandoned on an IVR line — the customer hung up while navigating the IVR menu: didn't select an option or listened to all menu options and hung up.
Not answered by managers — the call was routed to managers, but they didn't answer.
All managers were unavailable — the call was missed because all managers were busy on other calls / offline / had Do Not Disturb mode set in the app.
Call forwarding scheme did not work — the call was missed because no call forwarding scheme was set up for the number in the project.
Call from or to forbidden destination — a callback was ordered to a number that the system identified as a prohibited direction (wrong number, restrictions from settings or operator). You can get more detailed information by contacting our technical support.
The "Number of attempts to contact the customer" field and the "Missed from the client" field are created so that the sales department manager can check the number of missed calls from one number and the number of times the manager tried to call the customer back.
If you need to manually remove a call from the report on missed and unprocessed calls, you need to take the following steps:
1. Click the Handle button:
2. Select a reason:
3. If you selected "Another variant," you can enter your reason in the window that opens:
After that, the call will disappear from the Unprocessed missed calls report and appear in Processed calls, where you can also see the reason for removing the call from the report:
Benefits of the Missed and Unprocessed Calls Report:
You'll see how many clients didn't get through to you and how many calls need processing.
You'll see only those missed calls that require your attention, helping to avoid confusion.
You won't waste time figuring out if the manager has called back a customer who hasn't reached you.
You can conclude how attentive managers are and how quickly they call customers back.
You can conclude how attentive managers are and how quickly they call customers back.
With a few clicks, a supervisor can see the consequences of managers' negligence, which disciplines the sales team.
You can always understand how effective your sales team is — ideally, this report should be empty at the end of the day.